Facebook Groups: The Brilliant Way You’re NOT Using Them

By Kelsey Ohman We’ve all been added to Groups on Facebook at one point or another; they’ve become the go-to solution for small or private communication online. Whether a group is for personal or brand use, it’s great for sharing documents, photos, and streamlining relevant conversation topics with select individuals. 

For Windows fans who haven’t heard of MetroTwit yet, it’s about time you did. MetroTwit is the most beautiful desktop Twitter client you’ll ever use. That’s right. I just called it beautiful. Although it lacks the scheduling features of other Twitter clients, its simple interface and unique features (the “undo Tweet” button, for example) make it a clear winner in my book.

Generally speaking, an extensive FAQ page is key to a software website’s success. However, when I was seeking tech support from MetroTwit, what I found was so much better.

MetroTwit opts to send its users to a Facebook Group for tech support, hidden under their “Feedback” link on their website.  I simply joined the Group, posted my problem with a screenshot, and within minutes fans were responding to my post and offering solutions. Not only did this offer me a quick fix, it was also a much more effective and enjoyable method than reading through an enormous FAQ page and facilitated easy back-and-forth problem solving communication.

The MetroTwit Facebook Group is genius for several reasons:

  • It has over 500 members.  Members who actively engage with each other and serve as MetroTwit’s tech support.  For a small developer, this is a huge win.
  • Facebook’s system of posts and comments is much more intuitive to problem solving than a standard forum system.
  • By requiring fans to join a Facebook Group, the fan joins a community that they belong to after their immediate issue is resolved.  This promotes continued engagement within the Group.

Any brand can emulate MetroTwit’s Facebook support Group, especially those that lack extensive internal resources for customer or technical support.  Additionally, Groups can be moderated by administrators from their personal Facebook accounts, adding an element of transparency to the brand’s representation on Facebook.  Strategic use of a Facebook Group allows a brand to connect with a captivated audience of fans who are already passionate about them, adding valuable depth to their social presence by capitalizing on Facebook's lesser-used social resources.

What brands do you see using Facebook Groups effectively? Share your thoughts in the comments!